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Posted Fri 31 August 2007 @ 9:47 a.m. by Sarah

Taping an agent’s phone calls is probably taken for granted in most contact centres. Customers are usually notified this will occur in the recorded message at the beginning of the call or the agent themselves will tell them at the start of the conversation. The reason for the recording is often given as “training purposes”. But is it legal? That’s the question TUANZ received from a company in the freight sector this week. They want to tape the CSR’s interaction with customers but they don’t want...

Categories: Recruitment and HR | Technology

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Driving the web experience

Posted Wed 22 August 2007 @ 4:24 p.m. by Sarah

Internet channels such as web-chat are yet to be embraced by Contact Centres in New Zealand and Australia, according to a study by Genesys 'Contact Centre Realities Volume 9'. Based on a survey of 236 contact centre managers in 19 industries across Asia Pacific, it shows only 4% of respondents from this part of the world support web-chat, compared to 22% in South Korea. The benefits of proactive web-chat are, according to the report, threefold: reduce abandonment rates, increase customer...

Categories: Technology

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Award winner gathers market intelligence in the contact centre

Posted Thu 16 August 2007 @ 10:18 p.m. by Sarah

Louise Wilson, APN TUANZ Contact Centre Manager of the Year 2007 (26 - 75 seats)Louise Wilson may have spent 15 years of her working life in media sales, but when she took charge of APN’s outbound sales team, she had zero experience as a contact centre manager. Yet in just a year she has turned it into one of the most profitable business units in the company, and she’s been named the 2007 TUANZ Contact Centre manager of the year (for 26 – 75 seats). This achievement is especially...

Categories: Leadership | Profile

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First line of defence for ISP contact centre staff

Posted Wed 15 August 2007 @ 12:24 p.m. by Sarah

Cheap modems can be a constant bugbear for ISP contact centre agents because they can have a “catastrophic effect on a customer’s broadband service,” and it’s hard to determine whether it’s the client’s connection or the ISP's network that’s at fault. That’s according to Mike Cranna, managing director of Epitiro. He's circulated an email among the industry seeking interest on to whether it’s viable for his company to establish a modem and router testing service. “First of all, it requires the cooperation...

Categories: Technology

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Attend an Anti-Spam seminar, avoid a $500,000 fine

Posted Mon 13 August 2007 @ 3:59 p.m. by Sarah

Anti-Spam legislation – the Unsolicited Electronic Messages Act 2007 - comes into effect on September 5. Businesses found in breach of the new law will face maximum penalties of $500,000. The Department of Internal Affairs (DIA) has created a website specifically about the new law and is holding a series of free two-hour 'anti-spam' seminars around the country next week. Contact Centres will need to be conversant in anti-spam legislation as it covers email, instant messaging, SMS, and MMS...

Categories: Events | Technology

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Recruitment and retention survey results

Posted Thu 9 August 2007 @ 3:45 p.m. by Sarah

The TUANZ survey on recruitment and retention once again highlights the difficulties employers face in a tight labour market. The results show that with staff churn highest at around 26% – 36%, finding great agents and getting them to stay for longer than 18 months is a key challenge for contact centre managers. There’s no one solution to the issue, with a fun workplace culture and opportunities for advancement two of the more popular methods used. Then again perhaps, as one manager suggests,...

Categories: Leadership | Recruitment and HR

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NZ Herald profiles the CC profession

Posted Wed 8 August 2007 @ 4:49 p.m. by Sarah

Great to see a front page article in the Career’s section of today's New Zealand Herald about the Contact Centre profession.Journalist Steve Hart has interviewed TUANZ Contact Centre chair Gay Reed-Barrance about some of the key benefits of the profession, such as career advancement, good salaries, opportunities for migrant workers and remote working. My favourite quote: “If you are not a great conversationalist then you can become an industry analyst or workforce manager and travel the world...

Categories: Recruitment and HR

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Hands up who loves their job

Posted Mon 6 August 2007 @ 1:23 p.m. by Sarah

The difference between employees who love their job, and those who merely like it could be the critical X factor in distinquishes an excellent contact centre.That's according to Gunter Greff, a German expert in European contact centres, in an article posted on the ICMI website. He writes:"If customers are the lifeblood of the company, then call center agents are its heat. And it makes a big difference whether employees lover their job, company and customers.. or just like them. This is a critical...

Categories: Leadership | Recruitment and HR

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